FIELD SUPPORT MANAGER

Portsmouth, NH
Full-Time

About the Job

We are looking for an energetic team member to extend in-house support to our customer's front door, our partners, and end users, to receive professional, courteous, and timely support. The Cirrus product line includes hardware, software, and services. 

This position provides oversight, guidance, and management of our Field Support Technicians (FST) for product demonstrations, installation support, best practices, training, and troubleshooting of our product line. This role will require a hands-on approach.

Cirrus Core Values: What we look for in a teammate

Bring Passion: We take pride in our work and bring our BEST to all interactions with our customers and teammates. We encourage rigorous discourse to improve the customer experience each and every day.

Remove Friction: Eliminate roadblocks in the way of smooth operations by promoting and embracing changes geared towards making things easier.  Be bold!  Don't settle for "That's just the way it is."

Quality: Quality isn’t a catchall phrase.  It is an action plan that requires hard work and focus to achieve. Step by step we strive to build quality into everyday processes and products to achieve our collective success. 

Respect: An individual who communicates and conducts themselves in a polite and positive manner, and encourages others around them to do the same; without judgment of peers regardless of rank, position, age, gender, or race.

Winning Takes a Team:  Show genuine commitment, be flexible, get involved, be reliable, help and support others, and move our company forward.

Innovate Every Day: Have the courage to challenge what is perceived as conventional or typical. Be observant of surroundings and outspoken about ideas and changes that will positively impact people.

Job Duties

  • Manage, supervise, coach and train FSTs
  • Identify opportunities for process improvement, cost savings, continuous improvement and risk mitigation
  • Ensure policies and procedures are being followed, updated as needed and  communicated
  • Make day to day supervisory decisions and resolve issues related to team supervision, work allocation, and daily operations
  • Collaborate and consult with peers, colleagues, and managers as well as interact directly with external customers
  • Work closely with internal department to resolve customer escalations
  • Mentor and guide talent development of direct reports and assist in the hiring of new talent
  • Prioritize customer and business objectives to provide clear direction to the Field Support Team
  • Monitor out of territory travel expense and other associated costs of FSTs
  • Look to grow our customer relationship/interaction through the use of in person training, marketing and support
  • Assist in providing field support strategies by analyzing data, defining critical measurements, determining customer service strategies, designing/improving systems, optimizing resource allocation, resolving problems and implementing key changes
  • Ensure H&S is front and center for all FSTs including, best practices, lessons learned, and HSE failures are reviewed
  • Management of FST vehicles
  • Align performance to assigned KPI goals individually and for your team and prepare weekly and monthly reporting for senior management
  • Report on new installations, failures and lessons learned 
  • Travel on short notice to support the company's products and partners
  • Complete LEAN training and participate in continuous improvement projects when you see the potential to eliminate waste

Skills and Qualifications

  • Ability to communicate clearly and professionally, both verbally and in writing
  • Able to communicate technical information to non-technical people
  • Strong decision-making and analytical abilities 
  • 3-5 years experience in a Field Support/Service with remote employees
  • Excellent people skills
  • A technical aptitude and willingness to learn and understand various products and software programs (such as Salesforce and ScreenHub) and how Cirrus hardware and software works 
  • Excellent organizational skills with the ability to work independently and on multiple tasks
  • Demonstrated commitment to customer satisfaction through a track record of respecting and caring for customers
  • Proficient with Google Suite application
  • A willingness to be flexible and adaptable to changing direction, priorities and processes as needed
  • Able to work independently and as a team and able to take direction and propose new ideas to improve service

Physical Requirements

  • Must be able to sit or stand for long periods of time
  • Must be able to lift up to 50 pounds at a time
  • Close visual focus required

Benefits

Cirrus offers a competitive benefits package, effective on day one:

  • Medical, dental, vision
  • 401K
  • Paid time off
  • 9 company holidays

Cirrus Systems, Inc. is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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